Brief:
In anticipation of H&M’s official loyalty program release in North America, the retailer invited select customers to test it out in a beta launch over a 6-month period. During this time, we used their invaluable feedback to perfect the program experience in the mobile app.
Strategy + Execution:
As H&M invested more in e-commerce, creating an optimized omnichannel experience became more important than ever. For this project, I wrote feature lists and a FAQ page for the French-Canadian website, customer-facing emails, and messaging for app-driven push notifications.
Results:
By producing clear marketing communications, customers had a better understanding of how to accumulate points and redeem them for discounts.